Company Name: DAT Tyre Supplies Ltd – Head Office
Effective Date: 24th October 2025
Review Date: 24th October 2026
1. Purpose
DAT Tyre Supplies Ltd is committed to delivering high-quality automotive and tyre services. We value all feedback and take complaints seriously to ensure that any concerns are handled promptly, fairly, and consistently.
2. Scope
This policy applies to all customers of DAT Tyre Supplies Ltd, including retail and trade clients, and covers complaints relating to tyre supply, fitting, wheel alignment, customer service, pricing, invoicing, warranty matters, or any other aspect of our business where a customer feels dissatisfied.
3. Our Commitment
We will:
- Treat all complaints seriously and with respect.
- Investigate complaints promptly and impartially.
- Keep customers informed throughout the process.
- Strive to resolve issues at the earliest possible stage.
- Use feedback to improve our services and processes.
4. How to Make a Complaint
Customers can make a complaint in any of the following ways:
- In person: Speak to the Branch Manager or Head Office representative.
- By phone: 01708 525577
- By email: info@elitedirect.com
- In writing: DAT Tyre Supplies Ltd – Head Office, 136–138 New Road, Unit A3–A5, Rainham, Essex, RM13 8DE
Please provide as much detail as possible, including your name, contact details, invoice number, vehicle registration (if applicable), date and details of the service or incident, and a clear description of your concern.
5. Complaint Handling Process
- Acknowledgement: We will acknowledge your complaint within 2 working days of receipt.
- Investigation: A manager or senior team member will review your complaint, examine any relevant records, and may contact you for further information.
- Response: We aim to provide a full written response within 10 working days. If more time is required, we will explain why and give an updated timeframe.
- Resolution: If the complaint is upheld, we will offer a fair remedy — such as product replacement, refund, apology, or another suitable resolution.
6. Escalation
If you remain dissatisfied after our final response, you may escalate your complaint to:
The Motor Ombudsman (for automotive service complaints)
Website: www.themotorombudsman.org
Tel: 0345 241 3008
DAT Tyre Supplies Ltd is committed to cooperating fully with any external dispute resolution process.
7. Monitoring and Review
All complaints are logged and reviewed quarterly by management to identify trends and opportunities for improvement. This policy is reviewed annually or whenever legislation or business practices change.
